So, he had to make a decision: Keep on trucking at a mile a minute or let go? He decided to let go and hire professional property management companies to oversee his properties. He soon got his life back. We don’t want you to get sucked in like Peter did, so in this section, we discuss how to successfully hire and manage property management companies. Understanding the ins and outs of professional property management Professional property managers are a special breed. They have to be extremely effective organizers, and they must be masters of the day planner. Frankly, we don’t know how they can keep track of thousands of apartment units and mil- lions of square feet of space at any one time. But the successful ones do this quite well. And thankfully so. Here’s a typical list of the day-to-day responsi- bilities of a professional property manager. She must do the following: ߜ Collect and deposit rents ߜ Oversee maintenance of the property ߜ Handle day-to-day operations ߜ Contract in the name of the owner for utilities ߜ Enforce leases ߜ Hire and supervise all employees and independent contractors ߜ Keep accounting books and records ߜ Pay all bills in a timely fashion ߜ Furnish the owner with financial reports ߜ Prepare and execute annual operating budget and capital expenditures ߜ Write a sales and marketing plan ߜ Monitor effectiveness of the sales and marketing plan ߜ Handle legal matters, such as evictions ߜ Handle emergencies ߜ Work with local officials, such as police and code enforcement What the previous list does is help you define the role of the professional property manager or property management company. It’s always helpful to know what to expect out of a person or company that you hire. Be clear and concise upfront and have everything in writing before signing on the dotted line. 200 Part IV: Day-to-Day Ownership and Operations 18_174913 ch11.qxp 11/21/07 4:35 PM Page 200 Deciding to hire a professional property management company Think of your million-dollar investment as a suitcase full of money. Now imag- ine that due to your busy schedule, you need to find someone to look after your suitcase when you can’t be around. You can imagine how scrutinizing you would be of the person or company you chose to guard your suitcase full of money. You’d check that person’s or company’s background, credibility and capability, and integrity to the utmost with tough questions. So, what we’re trying to say is this: Treat hiring and managing of a property management company for your property with the same care. After all, your investment is worth a lot of money! Determining whether you want to hire a property management company to look after your investment can be a difficult and frustrating decision. However, there are some instances where you’re almost sure to hire someone. Here are those four instances: ߜ The property isn’t local or it’s too far away. For instance, performing the following duties can be difficult if you’re operating properties that aren’t in your area: • Picking up and depositing rents • Overseeing maintenance and repairs • Taking care of evictions • Handling emergencies ߜ The property is too large. Here are two questions to ask yourself if you aren’t sure whether your property is too large: • How will I manage 100 apartment units myself and still have a day- time job? • Can my current self-managed apartment business handle double or triple the amount of units efficiently? ߜ You want to have a life or get your life back. Let’s face it, managing property profitably takes time — your time. How is your time best used? Are you spending too much time on your apartments and not enough on the other parts of your life? If so, hiring a property management company may be the right decision for you. ߜ You aren’t good at managing property. You know you’re leaving money on the table each month due to your lack of skills. If that’s the case, hire someone who has these skills and has a system and passion for manag- ing property. This way, you get to do what you do (and enjoy!) best. 201 Chapter 11: Property Management: Who’s Minding Your Ship? 18_174913 ch11.qxp 11/21/07 4:35 PM Page 201 Searching for property management candidates When you’re trying to round up property manager candidates, start by asking for referrals. For instance, use commercial real estate brokers as a resource for referrals. Hopefully, they have done enough deals where their clients are using management companies that they can speak on their experiences. We would also ask fellow investors who own properties like yours. Inquire about their experiences with certain companies that you’re looking into. If one of your referrals doesn’t pan out, ask that referral for a referral. Because prop- erty management selection is such a hit-or-miss process, it’s best to start off interviewing someone who has already used that particular management company. Here are some search-related tips to keep in mind: ߜ It’s helpful to drive around the neighborhood looking for “For Rent” or “Now Leasing” signs. Most times, the phone numbers listed are from property managers. Call those companies and start “feeling them out” as possible interview candidates. We suggest just being honest and straight- forward and telling them the reason for the call is to find property man- agement for yourself. ߜ It’s best to gather a minimum of three property managers to interview. Obviously, the more you interview, the better your chances are of hiring the best suitor for the property. ߜ If you’re unable to find a reputable property management company, don’t purchase the property — no matter how good of a deal it is. Remember the suitcase of money? Interviewing your prospective managers Okay, so now it’s time to pick up the phone and start the initial interview process. Remember, this is just a “feeling out” process, where you’re looking for professionalism, prompt return of your phone call, and good rapport. There’s no way you can judge the quality of the candidates’ management skills just yet. In fact, we’ve found that you can go through all the interview situations and assessments and still not have a full grasp on a candidate’s skills. You don’t find out who your new manager really is until he’s hired and put into action. This interview isn’t for telling every candidate everything you expect. It’s merely to gather information in order to make a decision regarding who you want to conduct a full interview with. 202 Part IV: Day-to-Day Ownership and Operations 18_174913 ch11.qxp 11/21/07 4:35 PM Page 202 Here are a few questions to ask during your initial phone calls: ߜ What is the general vacancy rate in your area? “Your area” could be a city, town, neighborhood, district, or street. This information is crucial when studying the feasibility of owning property in this area. ߜ How many units and/or square feet of space do you currently have under management? What type? Make sure that the company has experience with your type of property. After all, a property management company that manages 400 single-family homes isn’t the same as one that man- ages 400 units of apartment buildings. ߜ How long have you been in business? If a candidate has less than a year of experience, don’t use him. A candidate really needs to complete at least one cycle (spring, summer, fall, winter) to know what’s going on. We personally wouldn’t use anyone with less than three years of actual experience. ߜ What are your percentage management fees? Plug these fees into your property cash-flow analysis. Compare fees and services with other companies. ߜ Do you have your own maintenance staff or do you use independent contractors? ߜ What is the cost for an eviction process from start to finish? Have the candidates review with the whole process with you. ߜ What are the costs of new leases to the new owner? ߜ How do you advertise your vacancies? Who pays for advertising? ߜ What are your business hours? ߜ How are tenant emergencies and weekend calls handled? ߜ What monthly reports do you typically send owners? After hanging up from a phone interview, it helps to sit back and ask yourself this important question: “What does my gut feeling tell me about this person and his company?” Gut feeling and instinct are an important part of this process, so honor your perception. If you feel that there wasn’t a connection between the two of you, move on to the next candidate. Whatever you do, don’t continue with a candidate just because he was really nice. Nice doesn’t cut it in property management. Checking credibility and capability After conducting your initial phone interviews, you have to narrow your choices. To do so, ask those companies that you’re interested in whether they’re interested in managing your property. If the answer is yes, the next 203 Chapter 11: Property Management: Who’s Minding Your Ship? 18_174913 ch11.qxp 11/21/07 4:35 PM Page 203 step is to invite them to the property for a face-to-face meeting and walk- through. During this meeting, you have to gauge their credibility and capabil- ity. Asking yourself the following three questions can help: ߜ Is this company a “Mom and Pop” operation? Smaller-sized operations don’t have the manpower to get the job done. They’re just too small to consistently deliver what they promise. You may want to steer clear, because you’ll likely need to hire a medium-sized property management company. Medium-sized companies have more structure, more employ- ees, and have a “company feel” to them. On the other hand, hiring a very large property management company that manages 5,000 units and mil- lions of square feet may be a bit too expensive for you at this point. ߜ Does the company’s management style match yours? Is your prefer- ence to work with a very aggressive “in your face” manager or one that’s more diplomatic. Both styles can be effective in their own ways. Choose a type that settles with what you’ve been exposed to in your own life. It’s only natural to gravitate toward what you feel would be more effective. ߜ Is the company local? Find out if the company operates in the same city as your property. If it doesn’t, how far away is it and does it currently manage property in the vicinity? If the company is not local, and has no presence, you’ll have to question how well they know the area, the market, and potential tenants. A big chunk of hiring an excellent property management company and being successful is being in agreement with one another. What we mean is that you need to make sure that you and the manager have a complete understanding of each side’s expectations. So, be sure to express, in detail, as much about your expectations as you can to the property manager. In general, and from an owner’s point of view, here are your likely expectations plainly put: ߜ Maximize potential rental income and reduce operating costs ߜ Strengthen tenant retention and relations ߜ Enhance visual appeal of property and increase property value These are ultimate goals for a property when you get right down to it. Inquire whether any of the property management companies you’re consider- ing hiring owns and manages properties they personally own. We consider this a huge potential conflict of interest. The property they manage for you may be in direct competition with yours. Whose property gets the best ten- ants and whose property gets occupied first are two questions we would con- stantly ponder. 204 Part IV: Day-to-Day Ownership and Operations 18_174913 ch11.qxp 11/21/07 4:35 PM Page 204 Drafting the property management agreement After you’ve selected a property management company, you need to create a legally binding agreement, called a property management agreement, between the both of you. This agreement should describe the duties and responsibili- ties of both the owner and the manager. Before you sign one of these agree- ments, make sure that you have certain clauses in the contract. In our experiences, property managers want to get away with as little as possible on the agreement. The following are basic “must-have” clauses of a property management agreement: ߜ Leasing clause: This clause says that the manager must use her best efforts to keep the property rented and leased by procuring tenants for the property and negotiating and executing on behalf of the owner. ߜ Rents clause: Under this clause, the manager is required to collect and deposit the rents and any revenues from the property and serve all notices for the collection of rent and other charges. The manager is also required to initiate actions for evictions and when necessary, to settle, compromise, or release actions or suits and reinstate tenancy. ߜ Service contracts clause: A service contract clause requires the man- ager to execute in the owner’s name for utilities and services for the operation and maintenance of the property. ߜ Accounting clause: This clause says that the manager must keep proper books of account for the property and that these books need to be open for inspection by the owner. Also, the property manager must give the owner a monthly statement of financial status and operations on a speci- fied date of each month. ߜ Owner approval dollar amount clause: This clause states that the prop- erty management shall seek the written approval of the owner before spending an amount of money that exceeds a previously established amount. ߜ Reserve account clause: Under this clause, the owner must maintain a specific amount of money in her account as a reserve amount. If the bal- ance falls below this amount, the owner shall replenish it within 30 days. ߜ Compensation to property manager clause: Under this clause, the owner agrees to pay the property manager on a monthly basis for the services that the manager provides. Compensation can be a percentage of collected revenues or a fixed fee. The percentage typically ranges from 4 percent to 10 percent of collected income. 205 Chapter 11: Property Management: Who’s Minding Your Ship? 18_174913 ch11.qxp 11/21/07 4:35 PM Page 205 Before signing your contract, find out if there’s a per new lease fee. A per new lease fee is a dollar amount charged to the owner every time a new lease is signed. In some cases, this fee can be as much as one month’s rent. Find out who keeps the late fees, and determine whether there’s an extra charge at any time during the eviction process. Will the property manager charge you every time they go to court? All these fees can quickly add up and erase your cash flow. ߜ Obligations of owner clause: This clause states that the owner’s require- ments include providing direction, specifications, and plans to the prop- erty management, reimbursing the property management for expenses occurred, and maintaining proper insurance levels. ߜ Terms of agreement clause: This clause obviously provides information on the terms of the agreement. Initial terms are usually for 12 months. Never sign on for more than 12 months at any time because the property manager may not be a good fit for you after all. Either party may termi- nate the agreement by giving a 30-day written notice to the other party. ߜ Default clause: This clause states that if either party fails to perform his obligations per the agreement, the performing party may terminate the agreement. Legal action on either side is discussed in this clause as well. ߜ Terminations clause: According to this clause, immediately upon termi- nation, the property manager must provide the owner with all originals or copies of leases and all agreements and related documents. All prop- erty financial records in possession of the property manager must be delivered to the owner. A 30-day notice is required for termination. ߜ Fiduciary responsibility/statutory of compliance clause: This is the code of ethics clause. It states that the property manager will perform all duties in the agreement. It also states the following: • That the property manager’s main obligation is to obey and abide by the law • That the property manager will notify the owner of professional opinion matters • That the property manager shall keep the owner’s information strictly confidential and shall not share it with the public Be wary of fine print embedded in the agreement. For instance, if you ever see a “hold harmless” clause, have it removed from the agreement. This type of clause grants the property management company immunity from any harm and liability it causes on your property whether it’s the company’s fault or not. If it’s a professional company and you’re taking a risk on hiring them, they must take some of the responsibility. That’s only fair, right? Also, be sure to delete any clauses stating that the property manager will act as real estate agent or broker or will receive commission if and when the owner sells the property. Hire a real estate agent to market and sell your property and let the property managers do what they do best, and that is, manage. 206 Part IV: Day-to-Day Ownership and Operations 18_174913 ch11.qxp 11/21/07 4:35 PM Page 206 When working with property management companies on either capital improvement projects (such as replacing a roof or repaving the parking lot) or on rehabilitation projects, never pay for the whole project upfront and never put all the money into an account that the property management has access to. It’s human nature to spend, rather than save, when money is read- ily available — especially if the money being used isn’t theirs. Instead, have the money available on an “as-needed” or “draw” basis. Getting your reports: Monthly and weekly accountability Remember getting report cards from school? They showed how well you were doing in each subject and what you needed help with. Your property receives a similar report from the property management company. Property manage- ment will likely send you status reports on different parts of the property. For example, it will send you reports regarding the income, the delinquent income or late payments, the expenses in detail, how many vacant apartments or spaces you have, and what maintenance was performed on the property during the month, just to name a few. In the following sections, we explain the two different types of reports that you’re likely to receive: monthly and weekly reports. Weekly reports are rarely used, but they are just as important as monthly reports. To get the most out of reporting, make sure you incorporate weekly reporting. Later in this chapter, we go into detail about what weekly reports are composed of and more important, why we do it. Typical monthly reports Certain property management reports are sent to you once a month. These reports are sent monthly to give you the “big picture” of how the property is performing both financially and operationally. See Table 11-1 for a list of the typical reports that you’re likely to receive each month. Table 11-1 Typical Monthly Reports Monthly Report Details within the Report Accounts receivable Detailed rent rolls of tenants with gross potential report rent included Vacancy report showing empty units or space Vacancy report showing if empty units or space are preleased Accounts payable Check register showing who each check was paid to report Expense distribution breaking down the expenses into sections (continued) 207 Chapter 11: Property Management: Who’s Minding Your Ship? 18_174913 ch11.qxp 11/21/07 4:35 PM Page 207 Table 11-1 (continued) Monthly Report Details within the Report General ledger report Balance sheet Profit/loss (operating statement) — monthly Profit/loss (operating statement) — year-to-date Maintenance and work Requests for maintenance (by tenants) and status order activity report of the repairs Budget and capital A list of work that’s scheduled, in improvements report progress, and completed Don’t stand for late reporting. If you were promised a set of reports on the first of every month and the reports are late, contact your property manager. Ask why the reports are late and be adamant about getting them immediately. If you don’t hold the property manager accountable for this now, other important duties may start slipping as well. After all, it’s human nature for folks to procrastinate when they can. Weekly reports We’ve come up with a weekly accountability system that’s simple and easy to follow and understand, but most important, that’s very effective. First of all, this system is designed to be easy for the property manager to follow, fill out, and report on. Because there’s nothing complex about it, your property man- ager can’t come up with any excuses why she can’t turn it in on time. You should ask to receive this report every Monday morning. The idea of accountability is to focus weekly on key items such as occupancy, marketing, rent collection, rent delinquencies, and maintenance items. Why ask for a weekly rather than a monthly report? Well, think of it this way: Normally, owners speak with their property managers once per month (or once every 30 days) on the status of their properties. So, what happens if a vacancy issue occurs on the fifth of the month? You probably wouldn’t find out until the first of next month, right? So, almost a month goes by before you can even address this vacancy issue. However, if you get a weekly account- ability report, you would know about this issue and could promptly set forth on resolving it on the same day that it’s reported. In this case, you have the ability to be proactive rather than reactive. We like to describe this accountability system with a sports metaphor. For example, when you’re playing a game and you want to look at the score quickly, what do you do? You look at the scoreboard, of course! The score- board lets you know how you’re doing — how many points you’re ahead or behind, who has the ball, who’s up next, how much time is on the clock, and so on. Figure 11-1 shows an example of a one-page property scoreboard. 208 Part IV: Day-to-Day Ownership and Operations 18_174913 ch11.qxp 11/21/07 4:35 PM Page 208 This report is an exact copy of what we get on a weekly basis. Show this to your current or to-be-hired property manager as an example of what you require. The key to making it not overbearing to your property manager is to keep it to a single page in length. From this report we can see critical information that gives you a “scoreboard” view of how your property is performing from week to week. You’ll be able to see upward or downward trends in income, vacancies, and maintenance issues — all important accountability items. The To: From: Date: 10/21/05 Re: weekly report as of 10/21/05 Pages: 1 Property: Occupancy Status: Apartments (Your Property) (Property Owner You) (Management Company) Apartments Total Units: 94 Current move-in bonus: one month free stopped as of 10/1 Vacants: 6 Leased: 4 Move Ins: 2 Total Made Ready Units: 5 Traffic Generated From: resident referral, drive by, local paper Potential Income (if 100% rented): $54,506 Collected Income: $48,730 as of 10/10 Delinquent Amount: $2582 Maintenance Calls: 3 beds Type 1 beds 2 beds 8 # of units 26 60 $699 Rate $499 $599 1050 Sq. Ft. 650 850 0 Vacants 4 2 6 0 Leased 2 2 Notices to move out 1 Total Available 2 Appliance 6 AC 1 Plumbing Electrical 3 Key 3 Other Figure 11-1: A weekly property report. 209 Chapter 11: Property Management: Who’s Minding Your Ship? 18_174913 ch11.qxp 11/21/07 4:35 PM Page 209 [...]... on the income reported Then the left over income is distributed to shareholders as dividends and it’s taxed again So you’re doubly taxed and defeat one of the great perks of real estate investing: tax sheltering A great use of corporations in real estate investing is to use them to manage properties Here’s how: You hold your real estate in limited liability companies (LLCs), which are explained in the... (See Chapter 7 for more information on exit strategies and closing deals.) Forgetting to run your properties like businesses Real estate investing isn’t a hands-off business So being passive with your investments inevitably leads to failure Would-be investors (or new investors) often and mistakenly think that they can buy a property, and then kick back and watch the monthly checks roll in We wish it... statistics It also helps to know what other owners are doing to attract and retain tenants Chapter 4 details the ins and outs of market research Paying too high of a price Paying too high of a price is a surefire way to lock up your cash flow and profits New investors tend to overpay because of fear of losing the deal to the next investor waiting in line if you don’t buy it When you pay too much, it typically... this! You don’t have to experience any of this to be successful in commercial real estate investing The purpose of this chapter is to prepare you to find, acquire, and own the best real estate possible We set out to show you both sides of the equation so you can spend the rest of your time on the positive and lucrative side of investing Use our life lessons to catapult your investing to greater levels;... neighbors try to change the zoning on your property to limit your use of it Check out Chapter 6 to find how to do thorough due diligence Having insufficient market knowledge Many new investors go into a deal without finding out about the market they’re buying into This is a huge mistake because to invest in out-of-state properties successfully, you need to understand the demographics and economics... at some point Always have proper insurance coverage Having proper insurance in place to cover your business and assets is essential to avoiding lawsuits and protecting your assets To find a good insurance agent, ask other commercial investors whom they have used in the past The right agent will be willing to take the time to both listen to your needs and also explain which type of coverage is best... that’s designed to keep the financial dragons away You can avoid lawsuits by doing the following: ߜ Conducting your business in a professional manner: This covers everything from hiring, leasing, and negotiating Keep it professional and you’ll avoid the hot water that others may fall into ߜ Keeping your properties in good operating condition: Owners who allow their properties to deteriorate into unsafe or... road map to success How You, the Investor, Can Cause Failure The number one cause of property failures is inexperience on the investor’s part For example, overenthusiasm and a lack of knowledge from start to finish can kill investments Here are the three main ways that you, the investor, can cause a property to fail: by making bad deals, accruing too much debt, and staying in denial regarding property... and beneficial legal and tax advantages when compared to owning and operating real estate as an individual Corporations must have at least one owner, but there’s no maximum The owners are called shareholders or stockholders The legal benefits include liability protection of your personal assets Incorporating your real estate business safeguards your personal assets against creditors and lawsuits Stockholders... 100,000 in law schools To stay in business and support their families, many of these attorneys have to file or defend lawsuits instead of preventing the lawsuits from happening That’s where asset protection comes in You may be thinking “I don’t want to have so many assets that someone is going to try to come after me.” The sad truth is that you can be sued for anything With attorneys willing to take . again. So you’re doubly taxed and defeat one of the great perks of real estate investing: tax sheltering. A great use of corporations in real estate investing is to use them to manage properties meetings and to docu- ment the major decisions that your entity has made. Signing personally on real estate or business loans When your investing business, say, ACME Investing, LLC, for instance,. Who’s Minding Your Ship? 18_ 174 913 ch11.qxp 11/21/ 07 4:35 PM Page 203 step is to invite them to the property for a face -to- face meeting and walk- through. During this meeting, you have to gauge